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FRONT OFFICE

The following is a summary of the categories and sub-categories for which we have designed comprehensive inspection criteria and performance standards:

Style Of Service

 
  • Associate Courtesy & Enthusiasm
 
  • Associate Appearance & Uniform Standards

Telephone Courtesy

 
  • Associate Telephone Etiquette
 
  • Placing Caller On Hold
 
  • Call Transferring Service

Communication Skills

 
  • Conversation Techniques
 
  • Providing Information To Guests
 
  • Situation Analysis & Resolution

Housekeeping Services

 
  • Guest Room Remake Service
 
  • Nightly Turndown Service
 
  • Guest Laundry & Dry Cleaning Service

Public Restrooms - All Areas

 
  • Location Requirements
 
  • Facility Requirements
 
  • Restroom Equipment & Supplies
 
  • Restroom Safety

Public Areas

 
  • Signage
 
  • Ashtrays & Ash Urns
 
  • Public Telephones
 
  • Plants, Planters, & Floral Displays
 
  • Decor & Ambiance
 
  • Non-Smoking Areas
 
  • Baseboards, Ceilings, Floors, & Walls
 
  • Windows & Draperies
 
  • General Housekeeping & Preventative Maintenance

Exterior

 
  • Building/Parking Lot
 
  • Exterior Signage
 
  • Exterior Lighting
 
  • Entrance
 
  • Landscaping

Special Guest Request Items

 
  • Quality Of Service
 
  • Printed Listing Of Available Room Supplies
 
  • Children’s Items

Guest Room Repair Services

 
  • Guest Room Repair Service Quality
Front OfficeGuest RoomFood & BeverageHousekeepingRecreation & Retail

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